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When tragedy strikes, prompt emergency response can be a matter of life and death. However, staffing issues have been a persistent problem for 911 call centers. To address this challenge, artificial intelligence (AI) and high-tech software are being utilized to streamline work and deliver help more efficiently.

According to Kim Majerus, Vice President of Global Education and U.S. State and Local Government at Amazon Web Services (AWS), 80% of public safety answering points (PSAPs) indicate that they are short-staffed. In some cases, staffing shortages reach as high as 50%, with the national average at about 30%.

Recent studies have found that the stress of the job is a primary cause of staffing issues in 911 call centers. In response, AWS has been working with PSAPs since 2018 to leverage AI and high-tech software to address these problems and improve emergency dispatching methods.

One example of successful implementation is the partnership between the Guernsey County Sheriff’s Office in Ohio and software firm Carbyne, powered by AWS cloud-native technology. This collaboration has resulted in the development of high-tech 911 systems that enable dispatchers to view and prioritize phone calls based on the urgency of the situation.

Through the use of AI, dispatchers can assess emergency scenes remotely. Callers are sent a link via text that allows dispatchers to access their cameras and locations, enabling better assistance. This technology has already proven helpful in saving lives, such as in a case where a 911 caller reported their son having a seizure. The dispatcher was able to assess the situation and guide the caller in providing life-saving aid.

The high-tech systems also provide live feeds of incidents, allowing dispatchers to identify hazardous materials or assess the severity of accidents. This information helps determine appropriate emergency response resources.

Carbyne’s call management system, known as APEX, utilizes AI to triage phone calls, reducing redundant calls and prioritizing those in need. The AI system asks callers a series of questions to determine the urgency of the situation and direct calls accordingly. This technology aims to support understaffed call centers and improve response times.

It is important to note that these AI and high-tech solutions are designed to enhance human efforts, not replace them. They are tools to assist 911 operators and alleviate their stress, ensuring that emergency response is timely and efficient.

By leveraging AI and high-tech software, 911 call centers are making significant strides in addressing staffing issues and outdated dispatching methods. These technological advancements hold great promise in saving lives during emergencies.

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